Customer Experience Analyst
Location: Headquarters, Folsom, CA
The Associate Customer Experience Analyst (CEA) is responsible for post-implementation day-to-day interaction between the customer and Pondera to enhance the overall experience with our products and services. The CEA may work with multiple clients in all verticals of Pondera’s business, such as Public Benefits Assistance, Medicaid, Unemployment Insurance, Tax, and Compliance. The CEA will maintain a consistent level of proactive and professional support with the client users to develop and maintain a relationship of trust and open communication throughout the account life cycle. The CEA will work directly with customers to resolve any dissatisfaction and help troubleshoot issues to ultimately drive customer success. The CEA will analyze, document, and advocate for client given feedback that enhances Pondera’s products. The CEA will collaborate with Pondera’s cross functional teams and act as the liaison between the customer and these teams throughout the customer journey. The CEA has excellent communication skills, performs well under pressure, is flexible in nature, and enjoys working in a fast-paced work environment. This is an entry-level role with opportunities to grow into a seasoned customer liaison.
Education and Experience
- A Bachelor’s Degree in criminal justice, healthcare, business, government administration or closely related field;
- At least two years of professional experience in account management or customer support; OR
- Equivalent combination of education and experience